National AI Awards 2025Discover AI's trailblazers! Join us to celebrate innovation and nominate industry leaders.

Nominate & Attend

Service Desk & Incident Manager

Birmingham
2 weeks ago
Create job alert

Job Title: Service Desk & Incident Manager
Location: Remote / Home-Based
Salary: £35,000 – £45,000 per annum
Join a Leading Healthcare Software Provider – Drive Service Excellence from Anywhere
We are looking for a highly motivated and detail-oriented Service Desk Co-Ordinator/Incident Manager to lead and manage our customer support ticketing function. This is a fully remote role offering a competitive salary, strong benefits, and the opportunity to work with a market leader in Endoscopy reporting systems.
About the Role:
Reporting to the Technical Director, you will oversee the entire lifecycle of service desk tickets using Halo PSA, ensuring a prompt, efficient, and customer-focused support experience. You’ll play a key role in service improvement, analytics, and team coordination — directly impacting the experience of NHS and private healthcare clients.
Key Responsibilities:

  • Co-ordinate all aspects of the service desk in line with ITIL v4 standards
  • Triage and assign tickets based on priority and category
  • Provide technical assistance and ensure SLA compliance
  • Maintain and enhance the Halo PSA system as system admin-(CRM)
  • Coordinate the service desk rota and support response
  • Analyse trends and produce reports for senior management
  • Contribute to self-help content and customer resources
  • Collaborate closely with the Customer Experience Team
    What We're Looking For:
  • Proven experience in a service desk coordination or incident management role
  • ITIL v4 knowledge and familiarity with Halo PSA or similar CRM systems
  • Background in SaaS, healthcare IT, or ISO/Cyber Essentials+ environments
  • Excellent communication and problem-solving skills
  • Clinical or NHS support experience is a strong advantage
    Why Join Us?
  • Fully remote/home-based role
  • Meaningful work supporting NHS and private healthcare services
  • Training and career development pathways
  • Collaborative and supportive technical team
    Ready to make an impact?
    Apply today and help shape the future of digital healthcare support

Related Jobs

View all jobs

Service Desk & Incident Manager

Support Engineer NHS

Finnish speaking Customer Service Representative

Area Sales Manager

Service Supervisor

Service Manager

National AI Awards 2025

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

By subscribing, you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

How to Get a Better Medical Technology Job After a Lay-Off or Redundancy

Redundancy in the medical technology sector can feel both personally and professionally challenging. Whether your role was in medical devices, diagnostics, digital health, or clinical engineering, the good news is this: demand for medtech talent in the UK remains high, particularly with the ongoing push for NHS innovation, remote monitoring, and AI-driven diagnostics. This guide is here to help you bounce back from redundancy and step into a better role—equipped with new focus, confidence, and strategy.

Medical Technology Jobs Salary Calculator 2025: Pinpoint Your True Worth in Seconds

Why yesterday’s salary guide is already obsolete for UK med‑tech professionals Ask a Biomedical Engineer debugging ECG firmware at 2 a.m., a Regulatory Affairs Specialist deciphering post‑Brexit UKCA routes, or a Field Service Engineer racing between NHS Trusts to install endoscopy towers: “Am I earning what I deserve?” The answer mutates every quarter. EU MDR compliance deadlines squeeze regulatory talent, AI‑powered diagnostics attract Silicon‑Valley cash to Cambridge, & the NHS rolls out virtual wards, spiking demand for connected‑device integration. A salary survey printed in 2024 is now a relic—unaware of the AI‑as‑a‑medical‑device (AIaMD) explosion, the North‑East orthopaedic implant boom, or the MHRA’s new Software & AI roadmap. To kill guesswork, MedicalTechnologyJobs.co.uk distilled a transparent, three‑factor formula that estimates a realistic 2025 UK salary in under a minute. Feed in your discipline, region, & seniority; out pops a defensible benchmark—no stale averages, no vague “competitive” ranges. This article explains the formula, unpacks the forces pushing med‑tech pay ever higher, & sets out five tangible actions to boost your market value in the next ninety days.

How to Present Medical Technology Solutions to Non-Technical Audiences: A Public Speaking Guide for Job Seekers

The medical technology (medtech) sector is advancing rapidly—introducing AI-powered diagnostics, wearable health monitors, robotic surgery, and remote patient care. But for these innovations to succeed, they must be understood, trusted, and adopted by a wide range of non-technical stakeholders. That’s why UK employers are now looking for medtech candidates who can do more than design great products—they want professionals who can clearly explain complex solutions to clinicians, patients, regulators, investors, and internal teams. This guide will help job seekers in the medical technology space master public speaking, with tips on presentation structure, slide design, storytelling techniques, and how to answer tough stakeholder questions with confidence and clarity.